Can you provide the procedure to migrate from MSSQL to MYSQL please
We are on build 9.0 build 9016 and the database is on an instance of mssql 2008 r2 Many thanks Chris
Change Ticket Workflow
For our change control process the Submission and Planning stages are done together. Does anyone know if there is a way to configure the Submission stage to go right into the Planning stage without the need for approval?
Is it not possible to add/update assets via the REST API?
I want to start using SDP's REST API. I noticed it doesn't seem possible to add/update workstations/assets via the REST API, but it is possible to do so with the Servlet API. I just wanted to confirm this. Also, when updating an asset/workstation via the Servlet API, what value does the parameter 'associatetouser' expect? Is this the full name of the user? The user's log-in name? The user's username? http://www.manageengine.com/products/service-desk/help/adminguide/api/asset-attributes.html#add_updateworkstation
Disable Advanced Change Workflow
Is anyone aware of a way to disable the requirement for Change Manager approval at each stage of the change request process? We recently upgraded to ServiceDesk Plus 9 and don't need each individual stage of the change to be approved. We basically want to make it work like it previously did where it only requires approval from the change manager one time after the CAB has approved.
For IT eyes only...how do we keep the user from seeing everything?
We are having some issues with keeping visibility of attachments and updates to Requests from the Requester. We would like to see an IT Communication option, and, an option for attachments that would allow us to keep communication private (notes can't fulfill screen captures or attachment needs). To have a check box for attachments to be marked as "Share With User?" otherwise, keep it private (within IT) would be really nice! Anyone have any best practices or suggestions for us - we are 3 weeks
Service Desk Plus Dashboard Calandar
Good Morning all, I have recently upgraded our service desk to the most current build and one of my Techs notified me that the calandar on the Dashboard is showing all tickets that came in yesterday, Monday, as being processed on Sunday. Anyone have any ideas on how to resolve this? I have searched through the Admin menu to no avail and could not find any related issues on the forum. Your help is appreciated -Dan
SLA
Dear Support , Want to ask about SLA , How many SLA I Can Create ? SLA based to Priority or Group ? Thank You
Set "on hold" to open after time
Is it possible to set a date where a case "on hold" should be set status "open" again? E.g. waiting for customer reply, set "on hold" for a week, awaiting response. On response the case is reopened, but otherwise on due date, technician can send a reminder and/or close the case. Or is it optionally possible to create a view showing e.g. "cases on hold for a week or more"
Steps to ServiceDesk Pro version 8.0 then updated to the latest version.
I service Desk Pro 8.0 SQL Database I would then updated to the latest version 9.0
SMS messages won't send
communicating back and forth from SDP using Exchange 2010, however when we try to use the SMS feature it fails: Caused by: com.sun.mail.smtp.SMTPAddressFailedException: 550 5.7.1 Unable to relay Has anyone run into this before? I suspect it's a configuration with my Exchange server, but I'm not sure what we need to do to enable this.
SDP server unable to start
Hi, I've installed SDP on my webserver already. I've tried to shutdown SDP but then I couldn't start the SDP by the launcher (http://localhost:8080). It keep showing "the page is not available". Are there any ways to fix this? Thanks.
Add requester custom field in default request template
Is there a way to add a requester custom field in default request template? When I try and edit the template and click on the requester tab the add field box is grayed out? Thanks.
Responded Time on Service Requests
One of my key performance indicators for my technician is initial response time. This is measured by Workorder.RespondedTime - WorkOrder.createdtime. It appears that the wo.RespondedTime field is not available and/or populated on Service Requests. Therefore, I cannot accurately measure initial response time on Service Requests. Is there a reason for this? If not, please fix it on future releases. I'm running 9.0 Build 9018 MSSQL. Thanks, Shannon
Modern theme?
Hi we are currently using the latest release just wondering if there is a new modern look and feel we can apply? like Manage Engine ServiceDesk Plus in the cloud.
Calendar on Dashboard
Good Afternoon all who read this, Last week I had updated our copy of Service Desk Plus to build 9027, today one of my techs had mentioned that the calandar on the dashboard registered all tickets that came in on monday, ysesterday, as being processed on Sunday. I have searched through the Admin menu and no luck, any ideas what could have caused this and how to fix it? Thank you, - Dan
OnHold description
Hello. Can I disable onhold description
ServiceDesk Plus support login
Is there a way to have a login where we can see the status of our ManageEngine Support cases, add to them, or see notes? I know you have that in your product, and would be nice if we had access to our own ticket history, etc. Thank you,
Turn off rejection email
We went live and users are getting an email with the subject line of: "Kindly raise your request using the HelpDesk application. Mail requests are not allowed" 1. Is there a way to turn off this notification? I do not want tickets created by email, but dont want them sending a notification rejection email. Also, why is it sending to many people? There was nothing in our Google Apps inbox and a lot of users received this message.
Service Desk Plus Image not loading
Whenever I try and open an attached image in SD+ it will not load. I have to save the image to my pc before I am able to view it.
Migrating and Updgrade
Hi, Please help in answering below questions. We are validating Service Desk + Professional edition. Can i take the backup of all configurations? How can i restore the same? Database backup and restore. On applying enterprise edition license to service desk currently professional, will other module be enabled like problem, change, KBD etc. Or should i install it separately? Thanks, Corns.
How to change request's description form size?
Check this picture:
Technician Scheduler
We use the Tech Availability Chart to schedule different things including sick days, vacation and things like that. Is there a report I can run to list out all this information at the end of the year? If not, is it possible to do a custom report? If none of this is possible, what table is this information stored in? Thank you, Carey Durbin
Request timeout
Dears, When the user creates a request by clicking add request button, it took long time about 1-2 minutes. Please help me to solve the issue Thanks Galsaa
Delete CI error
I have delete Workstation. It gives this error: FAILURE :Problem while Configuration Items Please report the problem to the system administrator. Support file will have the error trace to analyze the problem and which can be created at Support -> Create Support File. and.. FAILURE :java.sql.SQLException: The query processor ran out of stack space during query optimization. Please simplify the query. Please report the problem to the system administrator. Support file will have the error trace to analyze
Technicians receive "User does not have sufficient privilege" when trying to login.
In ServiceDesk Plus, I created a new Technicians beside of Administrator, in order to issue less rights to the Technicians to minimums errors while testing. But Technicians receive "User does not have sufficient privilege" when trying to login. After close the windows, everything seem to be normal. Wonder what I had did wrong. Best Regards, David Fhu
Add new variable to CI
Hi, I have a problem. I want to add new variable to Configuration Item - TeamViever ID. This ID is stored in registry key. How can I read dynamically this ID? Any ideas? Thanks
Disable Tabs / Links
I would like to remove the "Support" tab, the "Jump to", and "Help" from a standard users session. I can't see as an option when creating a role. Is there a template I can edit?
Request Details Shown to Requester
When a requester views their requests, they can see certain details of the request. For example, they can see the "Due By Date", "Created Date", "Last Update Time" etc. Is there any way to show the "Response DueBy Time" as well?
Description limited to 255 characters in the database
Hi, I'm creating an SSRS report and the description field is being cut off after 255 characters rendering some the requests unreadable. Is there any way of increasing the limit or is this hardcoded by the data type? Thanks
Help editing a query to calculate total worklog time by department per month (Solved)
Hi , I have a query that shows time spent by technicians per day through worklogs. How can I get a total of time spent by all these technicians combined per month? We use tasks more than requests to log our time. Here is my query: SELECT tk.TASKID "Module ID" , 'General' "Module" , MAX(tk.TITLE) "Title" , ct.DESCRIPTION "Description" , CAST(CAST(SUM(ct.TIMESPENT) / 1000 / 3600 AS VARCHAR) + ':' + CAST(CAST(ROUND(( ( ( CAST(SUM(ct.TIMESPENT) AS DECIMAL) / 3600000 ) % 1 ) * 60 ), 0) AS BIGINT) AS
Changing the ##call id##
Hi All, Have a silly question. I'm looking to change ##Call id## to say ++call id++ on email reply. How do i get helpdesk to recognise the ++ instead of ## Regards Keith
hit counter and rating for solutions
Hello. We want to evaluate the number of times a solutions had been read/used to solve an incident/request. I suggest to add a hit counter (number of times a solution had been accessed) as well as a rating for the solution What do you think? Thanks for your feedback Best regards, Marc
Asset Licensing
Good Morning How does licensing of assets work in service desk plus? We've reached our limit of 1000 asset licenses. I've deleted maybe 130 assets from the database which were previously disposed. should I expect that to free up 130 licenses? we integrate with Desktop Central. If the 1000 license in SD+ is reached, the sync between the 2 system stops. If I deleted 100 assets from SD+, would that then automatically kick off the sync between SD+ and DC again? Any help much appreciated, Thanks Dave
Error on running run.sh
Hi, I have installed servicedeskplus on ubuntu 14.04 with mysql 5.5, everything while installation went ok. but when I try running run.sh it gives me error Database creation failed. Stopping the Server. Please refer logs for more information I'm not able to attach logs to this post, dont now why. I'm inserting few logs for your reference. [17:15:26:922]|[09-16-2014]|[SYSOUT]|[INFO]|[10]|: scanner initialized| [17:15:26:992]|[09-16-2014]|[com.adventnet.j2ee.deployment.system.AdventNetServerImpl]|[INFO]|[10]|:
About automatic LDAP synchronization
Hi everyone, I have a question about automatic LDAP synchronization. I know the Service Desk Plus does not have schedule import function from LDAP directory, so we have plan to implement scripts with SDP API or some application. If somebody has solutions about that, please let me know. Cheers, Shuichi
256 Bit Ciphers and Should I even have the SSL Cipher Enabled Post-POODLE?
I've read a few threads about this question/subject manner but I haven't seen any conclusions other than a reference to http://www.manageengine.com/products/service-desk/faq-general-modules.html#ssl3 which doesn't directly answer the question. Are 256 bit ciphers supported, if so what are they? Since I have disabled SSLv3 should I bother to have the SSL cipher "SSL_RSA_WITH_RC4_128_SHA" in the config. My Current Config. <Connector SSLEnabled="true" acceptCount="100" compression="off" ciphers="SSL_RSA_WITH_RC4_128_SHA,TLS_KRB5_WITH_RC4_128_SHA"
Confessions from the people running your IT - Share your story
Have you ever had a moment in your help desk life where you wanted to say something funny to an angry user but, for whatever reason, didn’t? We do too. As IT admins, we all have some rough moments. But, if we look closely, we do have some crazy, funny, embarrassing, silly or even some oh-no moments sprinkled throughout our help desk experience where we skipped doing the talking. So here’s a call out to all IT admins to confess and bring out everything you’ve been holding up – all this while! Your
Can Requesters Edit Description After submitting
Is there a way to enable requesters to edit the description of an incident after they submit it? Technicians have the ability to edit the whole incident but the requesters would like to be able to edit the description in the event of additional or bad info in the description.
Custom views list all values for custom fields
Hi, Can somebody tell me why it is not possible to list all the possible values of multi-select fields when creating a new custom view ? Thank you
How can i create repeat call for periodic checks?
Hi, I am looking at system created call for periodic checks. How can I do that on SDP? Best Regards, David Fhu
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